At arenaflex, we're committed to delivering exceptional customer experiences and driving business growth through innovative solutions. As a Customer Service Representative, you'll play a vital role in supporting our inbound customer service, help desk, and back-office processing teams, ensuring that our clients receive the highest level of service and support.
**About arenaflex**
arenaflex is a leading provider of business process outsourcing, staff augmentation, contact center customer services, and IT Services. We help companies like yours take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. With a diverse lineup of tech-enabled business services operating companies, arenaflex is the holding company for a range of subsidiaries, including Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736).
**Job Summary**
We're seeking highly motivated and customer-focused individuals to join our team as Customer Service Representatives. As a representative, you'll be responsible for handling inbound and outbound contacts, resolving customer issues, and providing exceptional customer experiences. You'll work closely with our team to ensure that our clients receive the highest level of service and support.
**Key Responsibilities**
* Handle inbound and outbound contacts in a courteous, timely, and professional manner
* Listen to customers, understand their needs, and resolve customer issues
* Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
* Follow the processes of the Client program and perform all tasks in a courteous and professional manner
* Utilize systems and technology to complete account management tasks
* Accurately document and process customer claims in appropriate systems
* Follow all required scripts, policies, and procedures
* Utilize knowledge base and training to accurately answer customer questions
* Comply with requirements surrounding confidential information and personal information
* Appropriately escalate customer issues with the managerial team
* Escalate customer issues to the appropriate staff and managerial for resolution as needed
* Ensure first call resolution through problems solving and effective call handling
* Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
* Adhere to all attendance and work schedule requirements
**Essential Qualifications**
* Must be 18 years of age or older
* High school diploma or equivalent
* Experience with data-entry utilizing a computer
* The ability to read and speak English fluently
* Have a wired, high-speed internet connection (Download speed of 20Mbps+)
* Excellent organizational, written, and oral communication skills
* The ability to type swiftly and accurately (20+ words a minute)
* Ability to work regularly scheduled shifts within our hours of operation including the training period
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
* Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
* Highly reliable with the ability to maintain regular attendance and punctuality
* The ability to evaluate, troubleshoot, and follow-up on customer issues
* An aptitude for conflict resolution, problem solving and negotiation
* Must be customer service oriented (empathetic, responsive, patient, and conscientious)
* Ability to multi-task, stay focused, and self-manage
* Strong team orientation and customer focus
* The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
* Excellent interpersonal skills and the ability to build relationships with your team and customers
**Preferred Qualifications**
* One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
* State or Federal work experience
**Work Environment and Culture**
As a Customer Service Representative at arenaflex, you'll be part of a dynamic and supportive team that's passionate about delivering exceptional customer experiences. Our work environment is fast-paced and ever-changing, but we're committed to providing the tools and training you need to succeed. We offer a range of benefits, including:
* Competitive compensation and regular raises
* Paid time off and paid holidays
* Paid training opportunities
* Regular daily, weekly, and monthly incentives
* Medical, dental, and vision coverage options
* Casual dress code
* Cash and prize contests
**Career Growth Opportunities**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative, you'll have opportunities to advance to supervisor, trainer, talent acquisition, and operations management roles. We also offer a range of training and development programs to help you build your skills and knowledge.
**Compensation and Benefits**
We offer competitive compensation and benefits to our employees, including:
* Standard starting compensation is commensurate with experience
* Regular reviews and raises are awarded based on tenure and performance
* Paid time off and paid holidays
* Paid training opportunities
* Regular daily, weekly, and monthly incentives
* Medical, dental, and vision coverage options
* Casual dress code
* Cash and prize contests
**Physical Requirements**
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
**Reasonable Accommodation**
Consistent with the Americans with Disabilities Act (ADA), it is the policy of arenaflex to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
**Diversity and Equality**
At arenaflex, we're committed to creating a diverse and inclusive work environment where everyone feels valued and respected. We believe that diversity benefits our employees, company, customers, and community. All aspects of employment at arenaflex are based solely on a person's merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect.
**Disclaimer**
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
**Regarding COVID-19**
As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.
For more information on arenaflex's response to COVID-19, please visit [www.arenaflex.world/covid-19](http://www.arenaflex.world/covid-19).
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by contacting our HR department directly.
Apply for this job